SolarWinds Service Desk
SolarWindsExternal reviews
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Works well for our company
What do you like best about the product?
Samanage is very user friendly and the customer service is great!
What do you dislike about the product?
Reporting functionality could be improved.
What problems is the product solving and how is that benefiting you?
tracking tickets
Greate Ticketing and Assest management
What do you like best about the product?
Customer service. Whenever i have an issue they are very quick to respond.
What do you dislike about the product?
The merge feature of the tickets. This needs improved.
What problems is the product solving and how is that benefiting you?
Samanage allows our end users to email in and create a ticket. This allows the IT team to respond quickly to their issues. The other benefits are the asset management with inventory. It allows us to track both mobile devices and computers.
Continuous Support, Excellent Responsiveness
What do you like best about the product?
Support is quick, and they are willing to work with you to achieve the best solution for your needs.
What do you dislike about the product?
Not as flexible with some customer facing tools
What problems is the product solving and how is that benefiting you?
Provides client support, allows our clients to enter tickets. Allows us to fully manage, control, track, and resolve all issues reported within one application.
Great System with excellent support
What do you like best about the product?
The support is the best piece of the system. They are responsive and easy to access.
What do you dislike about the product?
Sometimes the system runs a bit slow and it is hard to load certain pages.
What problems is the product solving and how is that benefiting you?
IT Service management. We are closing tickets at a higher rate and we are more responsive than the spiceworks system we had before.
Samanage is great!
What do you like best about the product?
The wide variety of features and it's user-friendliness.
What do you dislike about the product?
Nothing. It is a very good product, I like it very much.
What problems is the product solving and how is that benefiting you?
IT Help desk tickets, contract management, service catalog, equipment request
Solid Help Desk Ticketing Platform
What do you like best about the product?
Samanage has been a solid platform. They continue to add features and current features are maturing
What do you dislike about the product?
They need better integration with on-prem AD.
What problems is the product solving and how is that benefiting you?
Help desk ticketing. Much better SLA.
SAMANAGE Top Tool
What do you like best about the product?
Ease of use is what I find that I like the best.
What do you dislike about the product?
The help feature is a bit wonky and not really intuitive.
What problems is the product solving and how is that benefiting you?
KPI baselines for services technicians. The benefits of this have been understanding and addressing disparities in the regional areas of the company.
Recommendations to others considering the product:
Make sure that you have a clear plan and direction for the service or business that you are using this product. This will help when setting up the categories and buckets for KPI's and ITSM
Samanage Ticket Portal
What do you like best about the product?
I like the ability to search using many different filters. The layout of the portal is customizable and able to be adjusted to the users desired setting settings.
What do you dislike about the product?
Having to select edit within an indecent rather than being able to just adjust.
What problems is the product solving and how is that benefiting you?
Ability to track the amounts of service requests and the types. Accountability for the items being worked and also allowing us to see where our resources are most used.
"Samanage Delivers Better Than Competition"
What do you like best about the product?
Customer support. Usually get back within an hour.
What do you dislike about the product?
Sometimes when in a rush, too many hurdles to jump - but overall smooth product
What problems is the product solving and how is that benefiting you?
Helpdesk, Service Ticket management
Recommendations to others considering the product:
Keep on top of updates
Samanage saves us time
What do you like best about the product?
We have everything for users in one location. Their info, department, equipment and their calls into the Help Desk for assistance
What do you dislike about the product?
There is no system patching software. Samanage was working on a third party patching utility but it was never fully baked for deployment.
What problems is the product solving and how is that benefiting you?
We're able to get a complete history on all end user calls for assistance. This allows us to see if these are ongoing or new issues for our users software or equipment.
We use this for internal support only.
We use this for internal support only.
Recommendations to others considering the product:
Try to implement all features before going live.
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